Add the sender of an external email as a request participant using automation
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Jira Service Management has a setting that allows external emails to be added as comments on issues. This setting does not, however, add the external email as a request participant nor allow them to view the request and receive notifications for it.
This article provides an automation rule to add the senders of the external emails as request participants.
Solution
Create a rule to add external emails as request participants
Create a new automation rule (found in service project settings > Automation) with the following structure:
Use the Issue commented trigger. Leave the comment type blank.
Add a User condition to check if the user who triggered the event is not a customer.
Add another User condition to check if the user who triggered the event is not in a role that grants them agent permissions in the project. by default, these are the administrators and service desk team roles.
Rule part | Existing configuration in this article |
Trigger | Issue commented; leave comment type blank |
User condition 1 | The event user is not a customer |
User condition 2 | The event user is not in a role that grants agent permissions, including the administrator and service desk team roles |
Action | Edit issue and add the external sender to Request participants |
Add the Edit issue action. Expand the More options section and add the following text to the Additional fields section:
{ "update": { "Request participants": [ { "add": { "accountId" : "{{comment.author.accountId}}" } } ] } }
The rule adds the sender only when the sender is not already one of the requester, a request participant, a member of a customer organization with which the request is shared, or a service project agent. Approvers can also be added as request participants by this rule.
Save your automation.
This automation rule will check if the user who sent the email is any of the following:
The requester
A request participant
A member of a customer organization to whom the request has been shared with
A service project agent
If the user sending the email is not any of these, the user will be added as a request participant. Please note that approvers will also be added as request participants as a result of this automation rule.
Verify the rule
Save the rule and add a comment to a test request from an external email account.
Confirm that the sender appears in Request participants.
Repeat with a requester, existing participant, shared-organization member, or service project agent and confirm that the rule does not add a duplicate participant.
If an approver is used in the test, check whether the participant result matches the behavior described above.
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